RealSpace support

01Getting started

What you need

• iPhone: iOS 15 or later.
• Android: Android 8.0 or later, on a phone that supports Google Play Services for AR.
• The camera and your location, while the app is open. RealSpace doesn't use your location in the background.
• RealSpace is available in the United States, for people aged 13 and over.

Signing in

You can look around and see what people have placed without an account. To claim a square, place something, comment or follow, sign in with an email address and password, with Google, or with Apple on iPhone.

02Seeing things in AR

Models aren't showing, or the app says it's working out where you are

RealSpace places things at exact spots by matching what your camera sees against Google's imagery of the street. Until it has matched, it can't put anything in the right place.

• Point the camera at buildings, trees or signs, not the ground, and move slowly.
• Be outdoors, on a street Google Street View has covered. It works best in daylight.
• Give it a few seconds. The app says how close it is and what it still needs.

Keeping something in a private place doesn't need that exact position, so you can do it while the app is still working out where you are.

The camera or location was turned off

• iPhone: Settings → RealSpace → allow Camera, and Location “While Using the App”.
• Android: Settings → Apps → RealSpace → Permissions → allow Camera, and Location “Allow only while using the app”.

Trying a model on your floor

Point the camera at the floor and move slowly until the app finds it, then place the model. Pinch to size it and twist to turn it.

03Squares

The map is divided into squares of 12 m², about 11 by 11 feet. Your first square is free with a new account: the nearest open square to you. You can claim more with tokens. Your squares show on the map with your name.

04Tokens and purchases

Tokens are bought in the app, through the App Store on iPhone and Google Play on Android. They claim squares, get models from the store, and keep things in private places. Tokens have no cash value, don't expire, and stay on the account that bought them.

You paid, but the tokens haven't arrived

1. Open RealSpace again, signed in to the same account you bought them on. A purchase the app didn't get to finish is picked up and completed when it next connects to the store.
2. Still missing? Write to support@realspacemobile.com with the order number: the Order ID on Apple's receipt email, or the order number starting GPA. on Google Play's.

Refunds

Refunds for purchases in the app are decided by Apple or Google, who took the payment: ask at reportaproblem.apple.com for the App Store, or follow Google Play's refund help. When a purchase is refunded, the tokens it credited are taken back. The Terms of Service, section 3, has the details.

05Your account

Forgot your password

On the app's sign-in screen, choose I have an account, type your email, and tap Forgot password?. We'll email you a link to set a new one; it works once, within an hour. Then sign in with the new password. No email? Check your spam folder, or write to support@realspacemobile.com from the address on the account.

If you signed in with Google or Apple, there's no RealSpace password: sign in the same way again.

Deleting your account

In the app, open your profile and tap Delete account, underneath Sign out. It's permanent, and it deletes the account everywhere. How to delete your account explains what goes and what's kept, and what to do if you can't sign in. Deleting the app from your phone doesn't delete the account.

A copy of your data

The Privacy Policy explains what RealSpace keeps and how to get a copy of it.

06Reporting and safety

Something shouldn't be there

Tap Report on the model or the comment, or Report this person on someone's profile. Reports go to a moderator, who decides what happens. Nobody is told who reported them. You need to be signed in to report.

Someone is bothering you

Open their profile and tap Block. You can unblock them from the same place.

Play safely

• Watch where you're going while you look through the camera.
• Never use RealSpace while driving.
• Stay on public ground, and away from anywhere unsafe.

07Privacy, copyright and legal